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Should We Come Clean or Look the Other Way?

By: Rudy Vidal |

If you discover problems in execution that affect your customers, do you keep them to yourself? Or do you come clean to your customers? My…

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All Customers Are Not Created Equal

By: Rudy Vidal |

Your contact center is suffering from unexpected staff shortage. Two queues are are in trouble. Michelle, one of your super agents is skilled in both…

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You Can’t Buy Loyalty

By: Rudy Vidal |

I often encounter the confusion between frequent purchase programs and Loyalty strategies. I don’t believe these are equivalent and would like to address it. For…

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